Salesforce.com, Inc Critical Incident Manager - Americas in Hillsboro, Oregon
Job CategoryCustomer Success Group
The Critical Incident Manager is a highly customer-focused, operational leader that is responsible for flawlessly executing Salesforce’s existing, world class, critical incident response operation, with a high sense of urgency. As a member of the Customer Success Group and Critical Incident Center team, the Critical Incident Manager should have strong technical knowledge of complex SaaS systems and deep experience leading internal and external rapid response to complex incidents.
The Critical Incident Manager is a key driver for Severity-1 and executive level customer escalations. This responsibility includes collaborating and partnering with the entire organization to drive action and foster growth. As a member of the Global Support management team, the Critical Incident Manager is both technically competent and business oriented.
Salesforce.com , the leading provider of cloud computing, uses a global network of internal and outsourced technical support engineers to deliver world-class, multi-language technical support to over 1 million subscribers. With our continued rapid growth, we are searching for a strong incident leader to join our Global Critical Incident Center.
Ensure flawless execution of the incident resolution process, with transparent communication that drives very high levels of internal/external customer satisfaction
Works directly with customers as a management point of contact in certain circumstances to provide assurance and resources as needed.
Leading cross-functional post-incident process reviews to ensure continuous improvement of operations and execution
Closely partnering and collaborating with Infrastructure, Engineering, Operations, Technical Support, Customer Success and Sales Leadership to ensure alignment across the business
Represents SFDC Technical Support as the initial single on-point contact for any confirmed or potential Sev-1 and most critical issues raised by any individual within the organization, and ensures interested parties and executives are alerted via an internal executive facing chatter group.
Evaluates the severity of every incoming issue, ensures that Sev-1 issues are assigned by the appropriate manager with a case owner within specific SLOs, and that issues are fully handed off to the receiving manager.
Addresses incoming escalations from executives and/or receptionists, and routes to the appropriate resource/teams.
Handles any multi-customer issues by posting to a company-wide chatter group, ensuring resources are keeping customers updated, and pulls in appropriate parties as needed.
Assigns out, communicates with the customer, and owns from a management perspective any new Sev-1 cases when the appropriate support manager is not available.
BS or MS in Computer Science or related technical area.
10+ years experience in a technical support environment, handling highly complex issues.
5+ years managing, coordinating, and ensuring resolution on executive-facing escalations.
3+ years at the Management level, preferably managing individual contributors,
Outstanding Communication skills at the C-Level: Both Written and Verbal Communications
Deep experience leading and responding to complex critical incidents
Strong operational and services experience in a cloud services delivery environment
Strong technical knowledge of complex systems, ideally in a multi-tenant, Cloud environment
providing mission critical support to large enterprise customers.
Previous experience directing and maximizing the benefits of collaborating global teams.
Practical experience managing multiple support teams, with a strong knowledge of all technical support functions and related engineering responsibilities.
Executes with a high level of operational urgency
Ability to maintain calm, and work closely with a team during a critical situation
Executive level communication and collaboration skills
Deep technical knowledge of multi-tenant, Cloud systems and/or highly complex infrastructure
Must have expertise in managing enterprise-level escalations.
Ability to manage and prioritize multiple escalations occurring all at once.
Has experience collaborating and communicating on an executive-level.
Flexibility, integrity and creative problem-solving skills are a pre-requisite to be successful in this role.
Must be technically literate and be able to articulate technical issues in a meaningful way to both engineers and executive level management.
A team player who is influential and builds good working relationships across all functions.
Excellent project management skills, including demonstrated ability to manage projects across teams where influencing skills are required.
Ability to respond to high-profile, high-impact customer/product escalations in a way that drives customer loyalty.
Experience developing and maintaining productive relationships across organizations to ensure that business initiatives are completed and business objectives are achieved.
Salesforce.com and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay fees to any third-party agency or company that does not have a signed agreement with Salesforce.com or Salesforce.org.
Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way. We are the fastest growing of the top 10 enterprise software companies, the World's Most Innovative Company according to Forbes, and one of Fortune's 100 Best Companies to Work For six years running. The growth, innovation, and Aloha spirit of Salesforce are driven by our incredible employees who thrive on delivering success for our customers while also finding time to give back through our 1/1/1 model, which leverages 1% of our time, equity, and product to improve communities around the world. Salesforce is a team sport, and we play to win. Join us!